Messaging vs Webchat – Which Is Best for Customer Support
Table of Contents
What Is Messaging?
What exactly is messaging? Without out overly complicating things, messaging can be described as a form of ‘asynchronous communication’ (i.e communication that doesn’t happen in real-time). Common examples of messaging are SMS (or texting) as well as apps such as WhatsApp, Apple Messages, Facebook Messenger, and so forth.
The Growing Use of Messaging in Customer Support
Chat has also played a major role in the world of customer support. Embedded in websites, chat was initially called ‘web chat’, and quickly became the main channel because it allowed people to communicate with each other directly without having to make a phone call!
The convenience of messaging, however, meant that it became the most popular means of communication. Now that messaging has become so widespread, the chat channel also needs to change. In fact, messaging has brought about a dramatic change in the nature of personal and business-to-business communication.
Especially after the covid-19 pandemic, messaging traffic has skyrocketed. This has led to the rapid proliferation of messaging apps such as LINE, Facebook Messenger, Instagram and WhatsApp.
Messaging app platforms are actively providing APIs to the enterprise side, and companies are using them for chat and messaging.
What Is Webchat?
Characteristics of messaging
Web Chat or Messaging?
Advantages of Web Chat
Advantages of Messaging
⚠️ In Europe and the US, certain demographics (especially among Generation Z), are more likely to buy from a brand if they have messaging.